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What to do when you change the mobile device or phone number used for Multifactor Authentication

When you change your mobile device or phone number you may lose access to one or more methods of Multifactor Authentication on your profile. Both Okta Verify and Google Authenticator are tied to your mobile device, whereas SMS is tied to your phone number. 

If you still have access to your old mobile device, authentication apps (Google Authenticator, Okta Verify) have features to transfer the authentication to a new device: 

  • For Google Authenticator, refer to their instructions under Transfer Google Authenticator codes to new phone
  • For Okta Verify, Sign In to your shared dashboard using your old device, go to Settings, Disable Okta Verify, and the reconfigure with your new device

If your phone number remains the same, SMS authentication will continue to work normally. If your phone number changes, SMS authentication will need to be disabled from the Settings section of your profile and re-configured with your new phone number.

If you don’t have access to any method of Multifactor Authentication, you’ll be unable to sign in. Contact client support at 1-877-310-1088 for assistance with resetting your Multifactor Authentication.

CI Direct Investing clients can also choose to book a call for technical support with our Customer Success team using this link.

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